Real Time Operations Monitoring Staff
Core
Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance standards while tracking operational KPIs.
Role type
Real-time operations monitoring specialist
Builds
Operational visibility and compliance adherence for contact center/collection teams
Domain
Contact Center / Telemarketing / Collection Operations
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, KPI tracking (call volumes, queue status, conversion rates), issue escalation, resource allocation optimization, live dashboard usage, MS Office/Google Workspace proficiency
Preferred skills
Analytical skills, problem-solving, attention to detail, shift work flexibility
Responsibilities
Monitor agent and field staff activities in real time, Track operational KPIs, Identify and escalate irregularities or compliance risks, Provide instant support to teams, Collaborate with supervisors to optimize resource allocation, Generate daily insights on floor performance